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Users

Users – Each individual user is set-up with a specific log in & password to fmPilot. The users are identified by individual roles:

    • CSR – The CSR works within the call center at Facility Source. They can perform the following tasks.
    • Create new service Request – the CSR has a complete detailed view when entering in a new service request & can enter information in all fields.
    • Update existing Requests – The CSR can view all requests for all stores and companies within fmPilot. They are also able to update the request code/type, the vendor assigned to the work order, the target, scheduled, and actual ETA, the priority, both the operator and requestor comments, and the status of the work order.
      • CSRs cannot approve/reject quotes, change DNE amounts, or approve/reject invoices.
      • This role has the ability to update the status of a work order once the work order is in REC (Received) through PCINVA (Pending Client Invoice Approval). Once an invoice is submitted on a work order, the user is no longer able to change the status of the work order.
    • Run Reports – The CSR can run all reports and the reports will show information on all work orders for every store & every company within the database.
    • Coordinator – The Coordinator works at the Client corporate office. They can perform the following tasks:
      • Create new service Requests – The coordinators has the same detailed view as the CSR when creating a new service request.
      • Update existing Requests – The coordinator can view all of the work orders for all of the locations within their company. They have the same access for updating work orders as the CSR does with the addition of the two following items:
        • Approve or Reject Quotes – The coordinators are the only users with the access to approve or reject quotes. They can also increase the DNE amount on an existing work order.
        • Approve or Reject Invoices – The coordinator is the only user with the access to approve or reject invoices.
        • This role has the ability to update the status of a work order at any time, from REC (Received) all the way through COMP (Completed).
          • Run Reports – Can run all reports & the reports will show information on all work orders for every store within their company.
          • View Dashboard – This feature provides the coordinator with different metric to see what type of requests are being entered, vendor’s performance & scorecards, and invoices.
        • Requestor – The Requestor work at the individual store location, normally a store manager or employee. They can perform the following tasks:
          • Create new service Requests – The individual stores can only create new service tickets for the locations in which they are associated.
          • Check status of existing Requests – The individual stores can only check the status of existing work order for the location in which they are associated. They cannot change any information in the work order. They only have the option of viewing the work order, adding notes to the work order, and emailing the added notes.
        • The store manager can only view and add notes into the “Requestor” comments of the work order. They do not have the ability to update the status of a work order or any fields within the work order.
          • View Calendar – This is a monthly calendar in which work order numbers are listed. The day in which the work order number is listed is based off the scheduled ETA that is in the work order. By clicking on a specific work, order number on the calendar the Requestor is brought to the check status view for that work order.
          • Run Reports – The Requestor has limited options for running reports and can only view reports on work orders for their location and is limited to only show work orders that they have submitted. The Requestor can run reports showing the work orders from the last 30, 90, and 180 days. The report also lets them select if they want to view work “Open”, “Closed”, or “All” work orders.
        • Manager – The Manager role has the same functionality as the Requestor Role however they also have the ability to pull up Advanced Reports. The role has the ability to see information regarding all locations from within advanced reports.
        • CustoManager – The Customanager works for the Client & has the ability to view work orders for any location. This role has similar functionality to the Request role, with several additional functions.
          • Update Existing Requests – The CustoManager role is able to view all work orders in the same format as the Coordinator role. However, this role can only able to update the Request Comments of the work order & print the work order from their view. This role does not have the ability to update any of the work order fields & cannot change the status of a work order unless it is by Approving/Rejecting a quote or invoice.
          • Approve & Reject – This role has the ability to approve or reject both invoices and quotes.
          • Dashboard – This role also has access to the dashboard and is able to view all the information within the dashboard.
          • Run Reports – Can run all reports, however the reports will only show information based on the user hierarchy.
        • Vendor – The Vendor is the contractor that performs the work at the stores. They can perform the following tasks:
          • Update existing requests – The Vendor has a limited view of the work order and can only change and update the following items:
            • Work order Status – The vendor has limited access when changing the status of a work order. Such as, for a work order in Pending Acceptance, the vendor can only “Accept” or “Reject” the work order. This role does not have the abilioty to action on a work order in REC (Received) status, it is only after the work order is dispatched or updated to PAC (Pending Acceptance) that the user can action on the work order. They cannot “Solve” a work order.
            • Scheduled ETA – The scheduled ETA can auto populate based on the priority of the work order, depending on how the work order was placed into In Progress. The vendor, CSR, and/or Coordinator, can continuously change the Scheduled ETA manually.
            • Operation Comments – The vendor can view and add notes into the “Operation” comments of the work order. They can also email any added notes through fmPilot.
            • Submit Quote – Vendor can submit quotes to the Client through fm Pilot. Once a quote has been submitted, the user cannot action on the work order again until the quote is Approved or Rejected by the Client.
            • Actual ETA – This is automatically set when the vendor check in & out using the IVR system, however it can also be updated manually by the vendor.
            • Cause & Remedy – The Cause and Remedy drop downs are based on the request code and type of the work order. The vendor can select a cause and remedy to provide further information to the client on the work that was preformed.
            • Invoice – The vendor can submit invoices to the Clients through fmPilot, however the invoice amount submitted can never exceed the DNE amount in the work order. Once submitted the work order status is changed to “Pending Client Invoice Approval”, for the coordinator to action on. Once an invoice is submitted on a work order, the invoice cannot be modified & the user is no longer able to change the status of the work order.
            • Zero Invoice – This is used for when a vendor does not need to submit an invoice on a work order. When a vendor clicks on “Zero invoice” it places the status of the work order into “Closed”, which can only be re-opened by an administrator
          • Run Reports – The vendor can run all reports, however the reports will only show information in regards to the work orders that they are or have been assigned to.
          • Batch invoicing – The vendor utilize the “batch invoicing” option to invoice multiple work orders at the same time.
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